Coach-assist controller for customer service representative (CSR) interactions
US11900300B2 · kind B2 · utility
0Cited by
6References
19Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 11, 2021 |
| Grant date | Feb 13, 2024 |
| Priority date | — |
| Expiry date | Mar 11, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/63
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.